QUALITY
What is the term for “the way a person is speaking to someone”?
What is TONE
What is the correct Team name we are to assign any non-death tickets to?
Alight-Defined Benefit
Where do you find the CIM document for Security?
Share Point
What path is used to send a “contact us” notice to a customer?
CMINFO
Which teammate recently returned from an extended leave?
Kimberly
What is the term for “expressed or understood without being directly stated
What is Unspoken Need
Can you use email as a preferred method of contact for death tickets?
No. Extended version of answer: Use only Call back generic or Call back detailed
What resource do we use to add an item to the red flag log?
Share point for specific client
What path is used to send an Income Verification Form or VOA?
CMFORM
What times are we not permitted to take breaks on Team Hoover?
Within the first hour or last hour of your shift and not between 11-2 (12-3EST)
What is the term for “hearing something with thoughtful attention : give consideration”
What is Actively Listening
True or False? Work around for having to make callbacks is to make sure we set Email as preferred contact method?
TRUE
What is the path for updating a party of interest?
CMPOI
What path is commonly used to update direct deposit for a customer?
DBPMEL
What metric does Tameka send a weekly team email to keep us aware of?
Adherence
What is the term for “to operate or control the course of”
What is "Navigate"
What will you do first in order to start working/viewing info on a ticket that is open on your screen?
Click edit first to have all options show available to you
What document is needed once a bene has been designated?
Beneficiary Designation Form
What path is most commonly used to update personal account information?
SFSVAD
Which Teammate keeps us laughing in chat throughout the day?
Paula
How do we become an expert/knowledgeable of DB?
What is: Tool Utilization
True or False? When you are trying to track your tickets you can pend them?
False: CCR’s are not to use the pend feature only back office will pend a ticket
What is the timing to receive payment once it is reissued?
10 business days
What path is commonly used to send an ID affidavit?
CMIDAF
What tool can we use ourselves to check our adherence?
Cognos